"Emergency hospital (Truro) visit whilst on holiday"

About: Royal Cornwall Hospital (Treliske) / Emergency Department South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

My sincerest thanks to staff at Truro Hospital who attended to me when I turned up (whilst on holiday) on a Saturday, late-afternoon in August having been brought up from Falmouth Hospital in an ambulance after first going there that afternoon with chest pains.

The ambulance crew, Ali and Steve, could not have been nicer or friendlier. Steve reassured my wife regarding her concern about having to drive our car some distance to Truro (she doesn't drive much these days and we were in a part of the country unfamiliar to us with busy roads and city traffic to contend with - we are in our 70's). He eased her anxiety and she succeeded in following the ambulance. On arrival he pointed out the hospital car park and then put her in the ambulance with me to proceed to the appropriate department. Ali, inside the ambulance, was fully attentive to me at all times, with various checks and kept up a friendly chatty banter the throughout, which I really appreciated.

After some time on a trolley (the hospital was very busy) and further tests etc I was seen by Nurse Practitioner Helen, a lovely, kind, delightful lady who gave me a thorough examination in a most impressive, professional, friendly and reassuring manner. Also a Doctor Tom (christian name, if I have remembered it correctly – didn’t note his surname regrettably) whom she brought in towards the end of the examination - he was equally friendly, thorough, professional and re-assuring. I cannot speak highly enough of these two and the attentive treatment I received, plus the kindness they showed to my wife who was allowed to stay in attendance at all times

Every one of the NHS staff mentioned above is an absolute credit to their profession and my wife and I will be eternally grateful for their wonderful attention that day. Can I ask please that the comments and thanks above are passed on to each one of them on behalf of both myself and my wife.

Responses

Response from Jane Michell, Matron, Emergency Care, Royal Cornwall Hospitals NHS Trust

Dear 'very grateful holiday maker from wales',

Thank you so much for your very kind words regarding your care and treatment by both the ambulance staff and the Emergency department staff. I was delighted to see your post on the Care Opinion website.

It is very frightening having to come to hospital, let alone having to do so when on holiday in an area you are completely unfamiliar with, and I am pleased that we were able to provide a positive experience for both your self and your wife at this time. The hospital is often under pressure and it is reassuring to know that despite this, the staff are able to provide a high standard of care. I will certainly pass on your comments to the staff involved and I hope that you were able to continue the rest of your holiday without any further problems.

Kind regards

Jane

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Response from Sharifa Hashem, Patient Engagement Manager, South Western Ambulance Service NHS Foundation Trust

Dear Very grateful holidaymaker from Wales,

Thank you for taking the time to share your story and I hope you are recovering well.

It is always rewarding to hear stories of how our staff are delivering care and support to patients and those around them when they need it most.

We would be happy to share your story with the ambulance staff involved in this instance, however, to do so we will need some specific information. If you would like us to do this, please may I ask you to contact us on either plaudits@swast.nhs.uk or 01392 453 831 and a member of the Patient Engagement Team will be happy to help you further.

Thank you, again, for taking the time to provide us with feedback.

Kind regards,

Sharifa

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